FIELD SUPPORT TECHNICIAN - ONSITE ANCHOR

Responsibilities

Empower AI is seeking an experienced Field Support Technician - Onsite Anchor to serve as the independent on-site Tier II authority for assigned regional and field locations of a Department of War agency supported by an enterprise IT Customer Support Services program. The technician performs in-depth diagnostics across end-user computing, printers, mobile devices, and communications equipment to determine root cause and resolution strategy; plans and executes site deployments and refreshes; conducts site surveys and recommends installation approaches; analyzes site asset accountability data and directs corrective actions; and evaluates the security impact of every change. The technician is the trusted face of IT at the site, coordinates closely with remote Tier II/III, communications, and asset management teams, and travels within the region to cover additional locations. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers. THIS IS AN ONSITE ROLE IN IRVING, TX WITH UP TO 25% OF TRAVEL INVOLVED.

• Serve as the independent on-site Tier II authority for assigned regional and field locations, performing in-depth diagnostics of desktops, laptops, VDI clients, peripherals, printers/MFDs, mobile devices, and local network connectivity to determine root cause and decide the resolution strategy and escalation path.
• Plan and execute site workstation deployments and hardware refresh waves, determining sequencing, image and configuration selection, data migration approach, and user scheduling, and validating encryption and security posture post-deployment.
• Evaluate enterprise printer and multi-function device issues and lifecycle status at field sites, determine required print server, queue, firmware, STIG, consumable, relocation, or vendor actions, and coordinate vendor/DLA service as the Government's technical liaison.
• Assess communications equipment issues (VoIP phones, VTC endpoints, conference room A/V, network drops), determine corrective actions in coordination with telecommunications engineers, and conduct site surveys with documented findings and recommendations for installation projects.